Minimum qualifications:
- Bachelor's degree in Business, a quantitative field, or equivalent practical experience.
- 8 years of experience in technical support service delivery or vendor management.
- 6 years of experience leading technical support teams, operations,
strategy, and change management. - Ability to work non-standard hours and differing work rotations/shifts.
- Experience with advanced spreadsheet software and SQL.
- Experience executing complex strategic and operational initiatives.
- Knowledge of Google Cloud and/or other Cloud platforms.
- Ability to communicate cross-functionally to multiple teams across all levels.
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About the job
The Google Cloud Platform team helps customers transform and build what's next for their business - all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers - developers, small and large businesses, educational institutions and government agencies - see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.
As a Vendor Operations Manager, you have the responsibility of service delivery performance for all extended workforce needs across Google Cloud, including but not limited to extended workforce strategy, governance, operations, and performance management. You will partner with all Cloud teams in Google Cloud Products (GCP) Technical Support, to set up new vendor engagements and improve existing ones. You will be overseeing the entire GCP Technical Support operations in the Americas region. You will influence without direct authority, drive change at all levels within GCP organization, and build strong working relationships.
Google Cloud accelerates every organization's ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google's cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.
Responsibilities
- Oversee a large vendor network distributed across different suppliers and sites. Own and manage the relationships with the GCP vendor service providers, own service delivery performance partnering closely with suppliers and internal GCP Support teams to ensure high-quality output and successful customer outcomes.
- Identify operational gaps using a data-driven approach and develop innovative solutions to address these in collaboration with vendor sites and business stakeholders. Collaborate with cross-functional/cross-regional stakeholders to overcome challenges.
- Act as the escalation point for internal and external escalations regarding performance and supplier relationships.
- Understand processes impacting the operation (i.e., contracting, finances, capacity, workflows, etc.) and support the relevant stakeholders driving these efforts.
- Collaborate with executive stakeholders across a large, global organization, and execute complex strategic and operational initiatives. Lead regular business reviews ensuring sites are meeting/exceeding goals.